Accommodation Booking Assistant

4 weeks ago

Edinburgh, United Kingdom Rabbie's Trail Burners Full time

**About us**

Rabbie's operate one of the largest selections of scheduled tours in the UK and Ireland as well as a European scheduled tour programme, in addition to also offering a trade exclusive FIT programme and private tours. Our vision is to make the world a better place through travel.

We’re an open, friendly, positive and welcoming group of people. We like to ‘live life’ and explore places that have stories to tell. We’re renowned for delivering exceptional customer experiences because of how we look after our guests, each other, and the communities and the environments we travel through.

**Job title**

Accommodation Booking Assistant

**Responsible to**

Accommodation Manager

**Principal contacts**

Internal: Accommodation team, Contracting & Product team, Operations department, Accounts department, B2B sales team, Reservations & Customer Care team, Private Tours team, Managers and Directors

External: Customers and prospective customers, travel agents, tour operators, supplier network across various different locations

**Job purpose**

Working in a small team, you will place overnight accommodation for our customers using existing allocations, as well as sourcing and booking ad hoc accommodation. You will maintain numerous relationships with accommodation suppliers and assist with the smooth running of our customers’ overnight experience, including customer queries around room details pre-tour, and on-tour questions / issues involving Accommodation.

**Job type**

Fixed term contract, until end of October 2023

40 hours per week, 5 days a week over 7 days, shift pattern from 7.30am until 8pm (weekends included)

**Key duties and responsibilities**
- Process accommodation bookings via internal booking systems and processes, for our multi-day tours in the UK, Ireland and Europe
- Work closely with accommodation suppliers / stakeholders across the UK and Ireland to book overnights (on allocation, or our preferred suppliers)
- Source and book accommodation for last minute bookings
- Cancel bookings as required
- Issue and track terms & conditions issued to suppliers
- Maintain and update our internal supplier database
- Work with all other departments to ensure all products are accurately loaded on to our systems
- Monitor performance and modify plans where appropriate to keep pace with changing business priorities
- Contribute to, and update reports on KPIs, progress etc
- Maintain a high degree of focus and attention to detail when dealing with bookings and enquiries
- Work as part of a team, dealing with tours where there is a high volume of bookings to process
- Work closely with other departments to answer any questions or solve any issues with tours, including evenings (until 8pm)
- Understand our supplier network and gain awareness of allocation spreadsheet maintenance (where necessary)
- Maintain a positive, empathetic, and professional attitude toward customers and staff at all times

**Key Skills**

Essential
- Deliver exceptional customer experience with a view to exceeding customers’ expectations at all times
- Meticulous attention to detail
- Be a great communicator and enjoy working with accommodation providers and other key partners
- A passion for meeting deadlines and prioritising your time
- Enjoy working as part of a team but with the confidence to work alone to solve any problems
- Good computer skills
- Good geographical knowledge of the UK and Ireland
- The ability to work well under pressure and manage multiple tasks effectively
- Good phone manner and written communication
- Highly adaptable and able to respond well under pressure
- Care for our environment and communities and to work in a sustainable way that ensures that we leave our country preserved for future generations to enjoy

Desirable Skills
- Previous experience within a Tour Operator or a related industry and / or experience within a customer service role
- Language skills
- Advanced Microsoft Office Suite

**Job Types**: Full-time, Fixed term contract
Contract length: 5 months

**Salary**: From £22,670.00 per year

**Benefits**:

- Cycle to work scheme
- Employee discount
- Sick pay
- Work from home

Schedule:

- 8 hour shift
- Weekend availability

Work Location: Hybrid remote in Edinburgh, EH1 3EG

Application deadline: 16/06/2023
Reference ID: Accommodation Booking Assistant (fixed contract) for a tour operator

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